below marketmost similar roles pay hereabove market
This listing doesn't post a salary. Most similar roles pay
$146,275–$204,112.
Based on 240 similar postings.
Employer
About JPMorgan Chase
JPMorgan Chase & Co. is a global financial services firm and one of the largest banks in the world, offering investment banking, commercial banking, asset management, and consumer financial services.
JPMorgan Chase currently has
1239 open roles
on FindRole.
Listed pay typically runs
$136,000–$207,500
across 6 roles with salary data.
The Technology Support Lead - Problem Management & Governance Lead joins the Production Management team within Employee Platforms to strengthen technology resilience and service quality. This role serves as a subject matter expert for end-to-end problem management across application and infrastructure services. Key responsibilities include identifying root causes, performing structured root cause analyses, and ensuring remediation actions meet risk, control, and documentation standards. The position involves analyzing incident trends, managing problem records, and leading the adoption of enterprise-authorized AI capabilities to improve triage speed and consistency. Required skills include experience with ITIL frameworks, observability and monitoring tools, and managing large-scale on-premises and public cloud environments. The role solves the business problem of reducing recurring incidents and improving operational stability through data-driven recommendations and sustainable corrective actions.
Lead end-to-end problem management for application and infrastructure services from identification through closure.
Conduct structured root cause analyses and post-incident reviews to identify control gaps and lessons learned.
Analyze incident trends and operational data to prioritize systemic problem remediation based on business risk.
Implement enterprise-authorized AI capabilities to improve incident triage speed and synthesize operational signals.
Establish ownership, milestones, and success measures for problem records while providing transparent reporting to stakeholders.
Maintain accurate problem records, known-error databases, and remediation plans aligned with established standards.
Define and report key metrics including recurrence, aging, and remediation effectiveness to measure service impact reduction.
Identify operational risks and control deficiencies to coordinate mitigation, governance, and compliance actions.
What we're looking for
5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
Demonstrated experience using enterprise-authorized AI capabilities within a work environment to support production operations workflows.
Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
Experience executing processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
Demonstrated experience managing end-to-end problem records, root cause analyses, corrective actions, known errors, and recurrence-prevention activities.
Strong analytical skills using incident trends and operational data to identify systemic problems and prioritize remediation based on impact and risk.
Proven stakeholder management and influencing skills to communicate effectively and challenge constructively with senior business and technology stakeholders.
Experience supporting Problem Management, Production Management, Site Reliability Engineering, or Operational Excellence activities within a large enterprise environment (preferred).
Disaster Recovery
Business Continuity
Cyber Recovery
Change Management
Observability
Data Analysis
AI
Audit Readiness
Operational Risk
Testing Programs
Data Restore